The Kindness Revolution: The Company-Wide Culture Shift That Inspires Phenomenal Customer Service

Focus on Employees

One of the first things I learned about Chick-fil-A is the concern that the operators have for their employees. This comes directly from the top (pay close attention to this . . . this is neither the first nor last time it will come up in this book) of the organization. They realize that the majority of their employees are young and not going to be lifetime employees. What they attempt to do, then, is to make the employment experience at Chick-fil-A meaningful for the workers’ future employers. Yes, you read that correctly.

While most fast-food companies feel that the way to help the store is to focus on training aimed at the store and its improvement, Chick-fil-A feels that the way to help the store is to help the employee ...